Technical Account Engineer

Customer Services (CS)

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Technical Account Engineer

  • R10500
  • Tokyo, Japan
  • Chiyoda-ku, Tokyo, Japan
  • Customer Services (CS)
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

チームについて

テクニカルアカウントエンジニアは、APACのテクニカルアカウントサービスマネージャーのもと、日本に常駐していただきます。特定の顧客に関連する問題に対して、深い技術的なトラブルシューティングを提供します。TAEチームは、Zoomの最も技術的に複雑で繊細なサポート状況や、シングルユーザーの接続問題まで、Zoomのエリート顧客のすべての問題をサポートする責任を負います。お客様のZoomの使用に直接影響する問題や根本原因を特定し、解決します。

必須条件

・日本語と英語に堪能であること(日本語:カスタマー対応、英語:カスタマー対応、シンガポールの上司やチームとのコミュニケーション、文書読解、作成等)

・5年以上の顧客向けTier2またはTier3レベルのテクニカルサポートの経験。  

・複数のチケットの優先順位付けと同時管理、複雑な技術的問題のトラブルシューティング、顧客管理など

・技術文書の作成(顧客に技術的な問題を説明するための文書作成、RFC、製品の公式文書、ブログ記事の作成、など)

・一般的なネットワーク知識(CCNA、Wireshark、CompTIA Network+の認定、または同等の経験)

*必要に応じて、通常の営業時間外、土日祝日に勤務できること(オンコールタイプのプロセスで対応できることも含む)

歓迎条件

・.msiファイルのデプロイ、大量のパッケージ作成とデプロイの経験があれば尚可

・IT管理、ネットワークセキュリティ、グループポリシーの経験があれば尚可

・Wireshark、VCP、AWS、AZURE、ITIL、Microsoft Certified Associate/Expert、または同等の認定資格をお持ちの方

・MS Exchange の管理およびサポート経験、Outlook または Google Calendaring の実務知識があることが望ましい。

・ビデオおよびテレフォニーベースの製品を使用したユニファイド・コミュニケーションの経験がある方

・コンピュータサイエンス、エンジニアリング、経営情報システム、または同等の分野で学士号を取得していること

About the Team

We are looking for a full-time Technical Account Engineer based in Japan, reporting to the Manager, Technical Account Services, APAC. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team will be responsible for supporting all of the issues for Zoom’s Elite customers ranging from Zoom's most technically complex or sensitive support situations along with single user connection problems. You will  Isolate and identify problems and root causes that directly affect these customer’s usage of Zoom.

 

About the Role

  • Be a single point of contact providing dedicated and direct technical support to specific and assigned customers.

  • Understand customers' holistic UC product solution, environment, connectivity, use cases and change requirements, so help guide customers to successful resolution of issues reported.

  • Be the technical owner and champion of any and all support tickets and issues reported by the assigned customers, through resolution and ticket closure.

  • Work with customers to validate solutions and confirm acceptable resolutions, prior to closing tickets.

  • Update and maintain support tickets with appropriate status and detail necessary for customer awareness, business stakeholder understanding, management review, engineering assistance, and reporting.

  • Use log analysis, system tools, industry standard troubleshooting best practices, Zoom proprietary tools, and other debugging methods to analyse problems and develop solutions to meet customer needs.

  • As appropriate or necessary, work with engineering to resolve escalated issues, which may include, reproducing or testing fixes or workarounds in either a stand alone or customer specific environment. 

  • Work together to provide solutions to the customer which may include hotfixes, debug builds, server updates and/or new releases and client version support.

  • Work with the global TAE team (i.e. your peers) to maintain consistency in customer support and engagement in activity and actions outside of your specifically assigned business hours.

  • Work with peer organizations in Client Services Management, Technical Account Management, and/or Sales for customer specific activities or discussions.

  • Provide customer feedback to the product group regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training.

  • Communicate and work with customer contacts at technical and executive levels. Host and manage sensitive and technical meetings, focusing on the meeting subject and productive troubleshooting.

  • Attend emergency war rooms created to address high priority service challenges for the specific customers you are assigned. Field questions, updates, and concerns from these customers and coordinate solutions with team members, engineering, and other departments to restore services.

  • Maintain concise, and positive communications for all issues accurately.

  • Stay familiar with all of Zoom's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

  • Learn the specifics of the customer's environments and use cases for each customer you are assigned to support. 

 

About You

 Must have:

  • Proficiency in Japanese and English (oral/written)

  • 5+ years of customer facing Tier 2 or Tier 3 level Technical Support experience.  

  • Ability to prioritize and manage multiple tickets simultaneously, troubleshoot complex technical issues, and manage customers and convey confidence during business impacting events.

  • Write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)

  • General network knowledge (CCNA, Wireshark, CompTIA Network+ certification or equivalent experience).

  • Ability to work outside of normal business hours, weekends or holidays, as necessary, including being available via an oncall type process.

Desired:

  • Experience deploying .msi files and mass package creation and deployment is a plus.

  • Previous IT Administration, Network Security and Group Policy experience is highly desired.

  • Relevant industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, Microsoft Certified Associate/Expert or equivalent highly desired.

  • MS Exchange administrative and support experience, Outlook or Google Calendaring working knowledge highly desired.

  • Ideal candidates will have recent Unified communications experience with video and telephony based products.

  • Minimum, Bachelor's Degree in Computer Science, Engineering, Management Information Systems or similar.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

Explore Zoom:

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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